Cisco Unified CCX Serviceability Administration Guide, Release 9.0(1)
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Traces

Traces

A trace file is a log file that records activity from the Cisco Unified CCX components. Trace files let you obtain specific, detailed information about the system that can help you troubleshoot problems.

The Cisco Unified CCX system can generate trace information for different services. This information is stored in a trace file. To help you control the size of an trace file, you can specify the services for which you want to collect information and the level of information that you want to collect.

The Cisco Unified CCX system also generates information about all threads that are running on the system. This information is stored in the thread dump file and is useful for troubleshooting.

Component trace files

The component trace file contains information about each component. You can create a trace file for any of the following Unified CCX components:

  • Cisco Unified CCX Administration
  • Cisco Unified CCX Cluster View Daemon
  • Cisco Unified CCX Editor
  • Cisco Unified CCX Engine
  • Cisco Unified CM Telephony Client
  • Cisco Unified CCX Desktop Services
  • Cisco Unified CCX Recording and Monitoring Services
  • Cisco Unified Intelligence Center Services

The component trace file contains information about each component. To set up the trace file, follow the procedure mentioned in Configure trace parameters section.

After configuring the information that you want to include in the trace files for the various services, you can collect and view trace files by using the trace and log central option in the Cisco Unified Real-Time Monitoring Tool. see Cisco Unified Real-Time Monitoring Tool Administration Guide for Cisco Unified Contact Center Express and Cisco Unified IP IVR, Release 9.0 for detailed information.

Configure trace parameters

To update trace file information and to activate and deactivate logging, follow the procedure mentioned below:

Procedure
    Step 1   From the Cisco Unified CCX Serviceability menu bar, choose Trace > Configuration.

    The Trace Configuration web page opens displaying the default trace configuration for Unified CCX Engine.

    Step 2   From the Select Service drop-down list box, choose a service or component for which you want to configure trace then, click Go.

    You should be able to view the existing Trace configurations and debug levels for the selected Unified CCX service with check boxes for the various Debugging and XDebugging levels for each sub facility.

    The debug levels for different Unified CCX subfacilities or services might vary depending on the selected service and are listed in the following table:
    Table 1 Debug levels for different Unified CCX subfacilities

    Cisco Unified CCX Components

    Subfacilities or Services

    Cisco Unified CCX Administration

     

    Libraries

    Managers

    Miscellaneous

    Cisco Unified CCX Cluster View Daemon

     

    Libraries

    Managers

    Miscellaneous

    Cisco Unified CCX Editor

     

    Libraries

    Managers

    Miscellaneous

    Steps

    Cisco Unified CCX Engine

    Libraries

     

    Managers

    Miscellaneous

    Steps

    Subsystems

    Cisco Unified CM Telephony Client or JTAPI Debug Levels

     
     

    Warning

    Information

    Debugging

    Cisco Desktop Services

     

    Cisco Desktop Administrator

    BarsCLI

    Cisco Desktop Call/Chat Service

    Cisco Desktop Agent E-Mail Service

    Cisco Desktop Enterprise Service

    Cisco Browser and IP Phone Agent Service

    Cisco Desktop IP Phone Agent Service

    Cisco Desktop LDAP Monitor Service

    Cisco Desktop License and Resource Manager Service

    Cisco Desktop Recording and Statistics Service

    Cisco Desktop LDAP Service

    Cisco Desktop Sync Service

    Cisco Monitoring/Recording Services

     

    Cisco Desktop VoIP Monitor Service

    Cisco Desktop Recording Service

    Cisco Unified Intelligence Center Services

     

    Infrastructure

    CUIC

    CUIC MODEL OBJECTS

    CUIC SECURITY

    CUIC JSP

    CUIC DISPLAY

    CUIC DATA PROCESSING

    Note   

    By default, the Cisco Unified Intelligence Center service is not activated. To use this service, see Cisco Unified CCX Administration Guide, available at: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

    Step 3   Update the debug level for one or more of the libraries or sub facilities for the selected service by doing the following:
    1. To activate traces for a specific component or logging for a server, check the check box for the service that you chose.
    2. To deactivate logging for a server, uncheck the specific check box.
    Caution   

    If you modify the trace level settings for Cisco Unified CM Telephony Client, you have to restart the Unified CCX Engine for the changes to take effect.

    Step 4   To limit the number and size of the trace files, you can specify the trace output setting using the following two fields. See the following table for description and default values for these two fields.

    Field

    Description

    Maximum No. of Files

    The maximum number of trace files to be retained by the system.

    This field specifies the total number of trace files for a given service. Cisco Unified CCX Serviceability automatically appends a sequence number to the file name to indicate which file it is; for example, Cisco001MADM14.log. When the last file in the sequence is full, the trace data begins writing over the first file. The default value varies by service.

    Maximum File Size

    This field specifies the maximum size of the trace file in kilobytes or megabytes depending on the selected service. The default value varies by service.

    Step 5   Click Save icon that displays in the tool bar in the upper, left corner of the window or the Save button that displays at the bottom of the window to save your trace parameter configuration. The settings are updated in the system and the trace files will be generated as per the saved settings. Click Restore Defaults icon or button to revert to the default settings for the selected service.

    In a High Availability deployment, the changes are propagated to the second node. If the second node cannot be contacted, an alert message indicating that the update has failed on the remote node is displayed.

    Note   

    You will not be able to save the Trace configuration if Cisco Unified Intelligence Center service on the publisher node is down.

    Caution   

    You should activate logging only for the purpose of debugging and remember to deactivate logging once the debugging session is complete.


    Related References

    Trace level options

    A trace file is a log file that records activity from the Cisco Unified CCX component subsystems and steps. Trace files let you obtain specific, detailed information about the system that can help you troubleshoot problems.

    The Cisco Unified CCX system can generate trace information for every component. This information is stored in an trace file. To help you control the size of an trace file, you specify the components for which you want to collect information and the level of information that you want to collect.

    A trace file that records all information for a component, such as the Cisco Unified CCX Engine, can become large and difficult to read. To help you manage the trace file, the Cisco Unified CCX system lets you specify the subfacilities for which you want to record information.

    For each component, you can select one or more Debugging trace levels. These selections specify the level of details in the debugging messages that the system sends to a trace file. For instance, if you select Debugging, the system sends only the basic error messages while if you select XDebugging5, the system will send errors, warnings, informational, debugging, verbose messages and so on in detail to the trace file.

    The table below describes the Trace file subfacilities.

    Table 2 Trace file subfacilities

    Component Code

    Description

    AC_CLUSTER

    Archive Cluster Component

    AC_CONFIG

    Archive Configuration Component

    AC_DATABASE

    Archive Database Component

    AC_JTAPI

    JTAPI Archive Component

    AC_OS

    Archive Operating System Component

    AC_CALABRIO

    CAD/CSD Archive Component

    ADM

    Administration Client

    ADM_CFG

    Administration Configuration

    APP_MGR

    Applications Manager

    ARCHIVE_MGR

    Archive Manager

    AW_CFG

    Restore Administration Configuration

    BARBI_CLI

    Backup and Restore Client Interface

    BOOTSTRAP_MGR

    Cisco Unified CCX Bootstrap Manager

    CFG_MGR

    Configuration Manager

    CHANNEL_MGR

    Channel Manager

    CLUSTER_MGR

    Cluster Manager

    CONTACT_MGR

    Contact Manager

    CONTACT_STEPS

    Contact Steps

    CRA_CMM

    Cisco Unified CCX ClusterMsgMgr Component

    CRA_HRDM

    Cisco Unified CCX Historical Reporting Data Manager

    CVD

    Cluster View Daemon

    DB

    Database

    DBPURGE_MGR

    Database Purge Manager

    DESKTOP

    Cisco Unified CCX Editor Desktop

    DOC_MGR

    Document Manager

    EDT

    Cisco Unified CCX Editor general

    ENG

    Cisco Unified CCX Engine

    EXECUTOR_MGR

    Executor Manager

    EXPR_MGR

    Expression Manager

    FILE_MGR

    File Manager

    GENERIC

    Generic catalog for a facility

    GRAMMAR_MGR

    Grammar Manager

    GRP_CFG

    Group Configuration

    HOLIDAY_MGR

    Holiday Manager

    HR_MGR

    Historical Reports Manager

    ICD_CTI

    Cisco Unified CCX CTI Server

    ICD_HDM

    IPCC Express Historical Data Manager

    ICD_RTDM

    Cisco Unified CCX ICD Real-Time Data Manager

    IVR_RTDM

    Cisco Unified CCX IP IVR Real-Time Data Manager

    IO_ICM

    Cisco Unified ICME Input/Output

    JASMIN

    Java Signaling and Monitoring Interface

    LIB_APPADMININTERCEPTOR

    Cisco Unified CCX Administration Interceptor Library

    LIB_AXL

    AXL Library

    LIB_CFG

    Configuration Library

    LIB_CLUSTER_CFG

    Configuration Library for the cluster

    LIB_CRTP

    CRTP Library

    LIB_DATABASE

    Database Library

    LIB_DIRECTORY

    Directory Access Library

    LIB_EVENT

    Event Message Library

    LIB_ICM

    Cisco Unified ICME Library

    LIB_JASPER

    Jasper Tomcat Library

    LIB_JCUP

    JavaCup Library to parse expressions

    LIB_JDBC

    JDBC Library

    LIB_JINI

    JINI Services

    LIB_JMAIL

    Java Mail Library

    LIB_JLEX

    JLEX Library used to parse expressions

    LIB_LICENSE

    License Library

    LIB_MEDIA

    Media Library

    LIB_RMI

    Java Remote Method Invocation Library

    LIB_SERVLET

    Servlet Library

    LIB_TC

    Tomcat Library

    LOG_MGR

    Log Manager

    MRCP_CFG

    MRCP Configuration

    MGR_MGR

    Manager Manager

    NODE_MGR

    Node Manager

    PALETTE

    Editor Palette

    PROMPT_MGR

    Prompt Manager

    PURGING

    Purging

    RPT

    Reporting

    RTPPORT_MGR

    RTP Manager

    SCRIPT_MGR

    Script Manager

    SESSION_MGR

    Session Manager

    SIP_STACK

    SIP Stack logging

    SOCKET_MGR

    Socket Manager

    SS_APP

    Application Subsystem

    SS_CHAT

    Chat Subsystem

    SS_CM

    Contact Manager Subsystem

    SS_CMT

    Cisco Media Termination Subsystem

    SS_DB

    Database Subsystem

    SS_EMAIL

    Email Subsystem

    SS_ENT_SRV

    Enterprise Server Subsystem

    SS_HTTP

    HTTP Subsystem

    SS_ICM

    Cisco Unified ICME Subsystem

    SS_MRCP_ASR

    MRCP ASR Subsystem

    SS_MRCP_TTS

    MRCP TTS Subsystem

    SS_OUTBOUND

    Outbound Dialer Express Subsystem (uses MIVR log file)

    SS_RM

    Resource Manager Subsystem

    SS_RMCM

    Resource Manager Contact Manager Subsystem

    SS_ROUTEANDQUEUE

    Route and Queue Subsystem

    SS_RTR

    Real-Time Reporting Subsystem

    SS_SIP

    SIP Subsystem

    SS_TEL

    JTAPI Subsystem (Telephony)

    SS_VB

    Voice Browser Subsystem

    SS_VOIPMON_SRV

    Voice over IP Monitor Server Subsystem

    STEP_CALL_CONTROL

    Call Control Steps

    STEP_ENT_SRV

    Enterprise Server Steps

    STEP_MEDIA_CONTROL

    Media Control Steps

    STEP_SESSION

    Sessions Steps

    STEP_SESSION_MGMT

    Session Management Steps

    STEP_USER

    User Steps

    STEP_CALL_CONTACT

    Call Contact Steps

    STEPS_CONTACT

    Contact Steps

    STEPS_DB

    Database Steps

    STEPS_DOCUMENT

    Document Steps

    STEPS_EMAIL

    E-mail Steps

    STEPS_GENERAL

    General Steps

    STEPS_GRAMMAR

    Grammar Steps

    STEPS_HTTP

    HTTP Steps

    STEPS_ICM

    Cisco Unified ICME Steps

    STEPS_IPCC_EXP

    Cisco Unified CCX Steps

    STEPS_JAVA

    Java Steps

    STEPS_PROMPT

    Prompt Steps

    STEPS_SESSION

    Session Steps

    UCCX_WEBSERVICES

    Chat Subsystem

    USR_MGR

    User Manager

    WEB_STEPS

    HTTP Contact Steps

    When the Cisco Unified CCX product is running on a 7845 machine and tracing is ON (the default), limit the Busy Hour Call Completions (BHCC) to 4500 calls per hour. If you want to run a higher BHCC, turn the debug traces OFF. The trace subfacilities to be turned OFF are ICD_CTI, SS_TEL, SS_RM, SS_CM, and SS_RMCM.

    Trace file location

    The Unified CCX server stores the trace files in the Log directory under the directory in which you installed the Unified CCX component. You can collect and view trace information using the Real-Time Monitoring Tool (RTMT).

    Trace file information

    The trace files contain information in standard Syslog format. The file includes some or all of the following information for each event that it records:

    • Line number
    • Date and time the event occurred
    • Facility and subfacility (component) name
    • Severity level
    • Message name
    • Explanation
    • Parameters and values

    Log profiles management

    Log Profile is an aggregated entity that preserves trace settings of the following Cisco Unified CCX services:

    • Cisco Unified CCX Engine (Traces termed as MIVR)
    • Cisco Unified CCX Administration (Traces termed as MADM)
    • Cisco Unified CCX Cluster View Daemon (Traces termed as MCVD)

    Log profiles in Unified CCX 8.5 can be one of the following two types:

    1. System Log Profiles: These log profiles are pre-installed with Unified CCX 8.5 and you cannot modify these profiles. The table below provides detailed information on the six system log profiles that are factory shipped with Unified CCX 8.5:
      Table 3 System log profiles

      Name

      Scenario in which this profile must be activated

      Facility

      Subfacility

      Levels

      Outbound

      Outbound related issues

      MIVR

      SS_OB

      SS_RM

      Debugging(Enabled), XDebugging(1)

      Debugging(Enabled), XDebugging(1)

      AppAdmin

      For any issues in Unified CCX Serviceability

      MADM

      LIB_AXL

      LIB_CFG

      ADM_CFG

      MGR_MGR

      ADM_SRV

      Debugging(Enabled), XDebugging(None)

      Debugging(Enabled), XDebugging(None)

      Debugging(Enabled), XDebugging(None)

      Debugging(Enabled), XDebugging(1)

      Debugging(Enabled), XDebugging(None)

      Media

      For calls that fail due to media issues or some issues with the media stream transfer

      MIVR

      LIB_MEDIA

      SS_CMT

      Debugging(Enabled), XDebugging(1)

      Debugging(Enabled), XDebugging(1)

      Real Time Data Problems

      For calls that are stuck due to RTR issues

      MIVR

      SS_RM

      SS_CM

      ICD_RTDM

      Debugging(Enabled), XDebugging(1)

      Debugging(Enabled), XDebugging(1)

      Debugging(Enabled), XDebugging(1)

      Call Stuck In Queue

      Call is stuck in some CSQ and it is not going to an available agent in that CSQ

      MIVR

      SS_CM

      SS_RM

      SS_TEL/SS_SIP

      ICD_RTDM

      ICD_CTI

      Debugging(Enabled), XDebugging(1)

      Debugging(Enabled), XDebugging(1)

      Debugging(Enabled), XDebugging(None)

      Debugging(Enabled), XDebugging(1)

      Debugging(Enabled), XDebugging(1)

      Default

      This profile can be activated once an issue is resolved.

      This profile has the trace settings as it appears after a fresh installation of Unified CCX.

    2. Custom Log Profiles: If the trace settings generated by system profiles are not sufficient in a particular scenario, you can create custom log profiles for better troubleshooting. You can upload and activate these custom log profiles, on a need basis.

      Note


      In a HA deployment of Unified CCX, all the log profile operations will be reflected on both the nodes in the cluster.


      Choose Trace > Profile from the Unified CCX Serviceability menu bar to access the Log Profiles Management web page. The Log Profiles Management web page opens displaying the available log profiles each with a radio button. You can perform different operations on the listed log profiles, which are explained in detail in the following sub-sections.

    Create profile

    To create a log profile for a specific trace, perform the following steps:

    Procedure
      Step 1   From the Unified CCX Serviceability menu bar, choose Trace > Profile. The Log Profiles Management web page displays.
      Step 2   Click Add New icon that displays in the tool bar in the upper, left corner of the window or the Add New button that displays at the bottom of the window.

      The Log Profile Configuration web page displays. You can view lists of subfacilities such as libraries, managers, steps, subsystems, and so on with check boxes for the various Debugging and XDebugging levels for each subfacility for the MIVR tab by default.

      Step 3   Select desired trace setting for different subfacilities in a service by clicking the corresponding check box.
      Step 4   Click MCVD and MADM tabs to navigate to view and enable trace setting for these profiles.
      Step 5   On successful configuration of these log profiles, click Save to save the profile or Save and Enable to save and enable the profile. The new profile will be displayed in the main profile page.

      Save as another profile

      To save an existing profile as another profile, perform the following steps:

      Procedure
        Step 1   From the Unified CCX Serviceability menu bar, choose Trace > Profile. The Log Profiles Management web page displays.
        Step 2   Click the radio button to select a log profile.
        Step 3   Click Save As.

        The Log Profile Configuration web page for the selected profile is displayed where you can view and update the existing profile settings. Click MIVR, MCVD, and MADM tabs to view and modify the trace settings.

        Step 4   You can save these updated trace settings with a new name. You will see a message confirming successful saving of the new profile.

        Enable profile

        To enable or activate a log profile, perform the following steps:

        Procedure
          Step 1   From the Unified CCX Serviceability menu bar, choose Trace > Profile. The Log Profiles Management web page displays.

          You can enable a log profile using any one of the following methods from the Log Profiles Management web page:

          1. Select the radio button for the profile and click Enable icon or button
          2. Click the hyperlink for the desired profile. Log Profile Configuration web page for the selected profile is displayed. Click Enable icon or button in the Profile Configuration web page
          3. Click Add New. Enter the desired trace settings in the Profile Configuration web page and click Save and Enable icon or button in the Profile Configuration web page.
          Step 2   The trace setting for the selected profile is transferred to system's trace settings and on successful activation, a message will be displayed in the status bar.

          Delete profile

          To delete an existing log profile, perform the following steps:

          Procedure
            Step 1   From the Unified CCX Serviceability menu bar, choose Trace > Profile. The Log Profiles Management web page displays.
            Step 2   Select the radio button for an existing profile and click Delete icon or button to delete a log profile.

            Alternatively, you can click the hyperlink of the profile that you want to delete from the Log Profiles Management web page. Log Profile Configuration web page for the selected profile is displayed where you can view the existing profile settings. Click Delete to delete the selected log profile.

            Step 3   The selected log profile is deleted and you will see a confirmation message in the status bar.
            Note   

            You cannot delete the default and system log profiles. If the selected log profile happens to be the last-enabled profile in the system, then you cannot delete the profile. If you try to delete the last-enabled profile, the following alert message—"This is the last enabled profile in system and hence not allowed to be deleted." will be displayed.


            Save current trace settings

            The trace settings that are currently enabled in Unified CCX can be saved by clicking Save Current Trace Settings so that it can be enabled at a later date. For example, you might be asked to enable certain trace levels or a log profile during troubleshooting. In such a scenario, before doing the troubleshooting, you can save the current trace settings of your system as a profile so that you can enable the same trace settings after resolving the issue.

            Use the procedure mentioned below to save the current trace settings in the system as a profile:

            Procedure
              Step 1   From the Unified CCX Serviceability menu bar, choose Trace > Profile. The Log Profiles Management web page displays.
              Step 2   Click Save Current Trace Settings icon in the tool bar or the Save Current Trace Settings button at the bottom of the window.
              Step 3   The Explorer User Prompt dialog box opens. Enter a name for your log profile.
              Step 4   Click OK to save this profile. All the existing trace settings in your system is saved as a profile. Click Cancel to cancel this operation.

              You should be able to view this new log profile along with the existing profiles in the Log Profiles Management web page. You can select and click Enable to enable the same profile at a later date.


              Upload profile

              To upload a log profile, perform the following steps:

              Procedure
                Step 1   From the Unified CCX Serviceability menu bar, choose Trace > Profile. The Log Profiles Management web page displays.
                Step 2   To locate the log profile, click the Browse button next to Enter a Profile File to Upload field, navigate to the directory in which the profile (.xml file) is located, and click Open. The path for the profile appears in this field.
                Step 3   Click Upload to upload the profile.
                Step 4   You should be able to view the uploaded profile along with the existing profiles in the Log Profiles Management web page.

                Update profile

                You can update only custom log profiles. To view and update an existing log profile, perform the following steps:

                Procedure
                  Step 1   From the Unified CCX Serviceability menu bar, choose Trace > Profile. The Log Profiles Management web page displays.
                  Step 2   Click the hyperlink of the profile you wish to view or update.

                  The Log Profile Configuration web page for the selected profile is displayed where you can view the existing profile settings.

                  Step 3   Click MIVR, MCVD, and MADM tabs to view and modify the trace settings.
                  Step 4   Click Save to save the updated profile settings or Save and Enable to enable the updated profile. You will see a message confirming successful saving or enabling of the updated profile. Click Cancel to go back to Log Profiles Management web page.